ComplaintsforSchumacher Automotive Delray, LLC

• Initial Complaint

  07/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a 2021 Chrysler Pacifica Hybrid EV. The car has had multiple repairs over the last 3 years starting 8/15/22, the 8/24/22, 11/12/22, 3/8/24, and 3/26/24 and been out of my possession for repairs for approximately 90 days. My check engine light is on AGAIN for the SAME issue that has been "repaired" multiple times prior. I called the service department to make an appointment as soon as possible and the earliest they would make an appointment is 5 DAYS from now. You would think that with this being the 6th TIME my vehicle has been in for repair that they would attempt to make this a priority but nope. I spoke with several representatives all of whom were rather rude and overall this has been an extremely frustrating experience. Also to add, I had a 2018 Chrysler Pacifica EV that was declared a lemon and repurchased by Chrysler. I decided to give Chrysler a second chance and this is now what I'm dealing with and no one seems to care.

  

  Business response

  07/18/2024

  ******, thank you for your feedback. We are sorry that your experience at Schumacher Chrysler Dodge Jeep Ram, Delray Beach, didn't match your expectations. I assure you that all the vehicles in service are taken in order, due to the volume we are experiencing this may take additional time to get you scheduled in for an appointment, which we are truly sorry for any inconvenience. 

  Customer response

  07/18/2024

   
  Complaint: 21937306
  
  I am rejecting this response because: they did not address any of the customer service issues I experienced, the rudeness of the associate, or the repeated attempts to fix my vehicle that failed. 
  
  Sincerely,
  
  ***************************

  

  Business response

  07/19/2024

  As much as we truly desire to resolve all our customers requests to their satisfaction,the first time, there are instance where we cannot. Please feel free to drop by and let us know of the reoccurring issue so we may complete another diagnostic on your vehicle to determine the cause.  The customer service issues you experienced with our associates will be handled privately in house.

  Thank you for your inquiry

  Customer response

  07/19/2024

   
  Complaint: 21937306
  
  I am rejecting this response because: my vehicle has been there SIX TIMES FOR THE SAME REPAIR and your solution is to bring it in again? Something additional should be done well beyond that. What you are offering is no solution. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband, *******, and I leased a Jeep Grand Cherokee 4xe in December of 2022. The initial process was great. 4 months into the lease, the vehicle stopped charging. Since then, we've been waiting for a mystery part that never arrived, paying full lease price for a vehicle leased as electric, that is not actually one. The manager has been beyond unhelpful, and don't get me started on the service department.In JANUARY OF 2024, we dropped off the car to get serviced, reporting a loud clicking sound at the front right side of the vehicle, related to the suspension. The manager calls back, says there's no is***. April of 2024, we receive a recall notice related to a failing suspension part. We've been trying to schedule an appointment since, and nobody calls back!If anything happens to my husband while driving, I swear to God, I will *** you until you are ruined.How would we like this is*** resolved?- Fix the suspension is*** before the worst happens - Fix the charging is*** so we can use the vehicle as marketed

  

  Business response

  06/06/2024

  We are sorry to hear about your experience, but we thank you for sharing this with us. Once the manufacturer notifies us of a recall and a remedy for the recall, we react within their repair guidelines. Recalls are performed once the manufacturer notifies us. Please reach out to our ****************** to schedule your recall appointment, ************.

  

  Business response

  06/11/2024

  MR. CORRADINO 

  came into the dealership 06/10/2024 set an appointment for June 21st. We are arranging Alternative transportation. we will correct any mechanical issues that the Vehicle has.

  previous service visit did not lend clear diagnosis or repair.

  Customer response

  06/11/2024

  Dealership is unable to provide an alternative method of transportation, so this claim is false. They have no available vehicle on site and I refuse to have to pay out of my own pocket for a rental vehicle from another vendor. My appointment is now scheduled 2 weeks from now, let's see if it actually leads anywhere.

  Customer response

  06/11/2024

   
  Complaint: 21806760
  
  I am rejecting this response because:Dealership is unable to provide an alternative method of transportation, so this claim is false. They have no available vehicle on site and I refuse to have to pay out of my own pocket for a rental vehicle from another vendor. My appointment is now scheduled 2 weeks from now, let's see if it actually leads anywhere.
  
  Sincerely,
  
  *********************************

  

  Business response

  06/11/2024

  **********************,

  I am confirming your appt on June 21, 2024, ************************* will be arranging alternate transportation while your car is in the shop.
  We will be prepared at that time to diagnose your current mechanical concerns and advise accordingly.

  Sincerely,

  Schumacher Auto Group

  Customer response

  06/20/2024

  Yet again this dealership disappoints. My appointment for tomorrow has been cancelled as they do not have a replacement vehicle. What was the point of scheduling an appointment for 2 weeks ahead when you can't keep it?

  Supposedly I now have an appointment for a week from now. I'll believe it when it actually happens.

  Customer response

  06/20/2024

   
  Complaint: 21806760
  
  I am rejecting this response because:

  My appointment for tomorrow has been cancelled due to the dealership not having the promised replacement vehicle. This appointment was scheduled two weeks ago, yet you fail to keep your word yet again.

  
  Sincerely,
  
  *********************************

  

  Business response

  06/20/2024

  **********************,

  I am sorry that your appointment for June 21, 2024, has been cancelled due to the unavailability of alternate transportation.  We have all of our loaner fleet out at the current moment and did not want you to have a wasted trip only to find no alternative transportation.  This notification was only to ensure you knew about the current issue and to reschedule an appointment for you.

  We are sorry for any inconvenience.

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 26th 2024 I bought a new Chrysler Pacifica Pinnacle (the top of the line model of Pacificas).The main reason I picked a Pacifica was the feature that sets it apart from all the other minivans : foldable 2nd and 3rd row seats. This was the one must-have feature. The advisors knew that.We discussed this in combination with a number of nice-to-have features (like hand-free opening of the rear and the side sliding doors). We made test drives and experimented with the features. And then the next day they told me that a hot a new Pinnacle in that had all the features and more of the lower models. We inspected it quickly, made a quick test drive, but we did not go through all the features again, because, well, it supposedly had all the features (and more) of the lower models. And the Chrysler web information did not point out any differences in that regard.So, we bought the car. And at home, when I wanted to prepare the car for my business runs, I found then out, that the 2nd row seats were NOT foldable. I found the confirmation at other car websites (NOT at Chrysler at all) that the Pinnacle has special 2nd row seats, and so they are not foldable. So, now I have a car with a lot of nice-to-have features, some features I don't care about (like the sun-roof), but I am missing the one MUST-HAVE feature. That means, they sold me the wrong car, although I told them very specifically what I needed.I would have bought the lower model, spent more than $20,000 less, and be done with fewer nice-to-have features, but I would have the car I needed.So, I don't have a car that I need. At least to some part.I am therefore asking for compensation for that difference.

  

  Business response

  05/15/2024

  ********, your request for a full refund is being denied as requested for your 2024 Pacifica.  After careful review of all the models you looked at and test drove you chose the model that best suited your needs.  We are very transparent describing all of the cars features, as well as the cars features are explained on the window sticker.

  Thank you for your inquiry,

  Schumacher Auto Group

  Customer response

  06/05/2024

  Hi all,

  My request was not for a full refund but for some refund.

  Yes, we test drove the car. But you never try every feature. Particularly not, when you tested the desired features with the lower models and then are assured in an already time pressure situation that the top model has all the features of the lower models and then some.

  No, Chrysler is NOT transparent with the folding seat features that are suddenly restricted with the hybrid models (which I found out in time before buying - again by using information from OTHER car sites on the internet). But that then the top gas model has this suddenly restricted (when this is actually the main buying argument), nobody expected. In fact, they are so untransparent, that their own sales people did NOT know it. Not for the hybrid models and particularly not for the top gas model.

  So, no I am not satisfied and ask you to contact them again.
  I was completely misled and suffered an actual loss by buying this model.

  Thank you and best regards

  *****************************
  ***************

  Customer response

  06/05/2024

  If there is no satisfying response, then I need to contact an actual consumer attorney to represent me in that case. And that will then be even more expensive for the organizarion.
  Remember, "satisfying" means some refund of the purchase price of at least $20,000 (the price difference to the lower models).

  Thank you and best regards

  *****************************
  ***************

  

  Business response

  06/05/2024

  ********,

  Your request for a partial refund is denied, the model chosen by you best suited your needs with all of the appropriate signed paperwork being completed at the time of sale.

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Schumacher has been unable to successfully repair my rear axle, which I have paid them for.To summarize I have spent $3,867.96 on this repair in total. Since the beginning of these repairs the truck has been in the shop for 27 days (11 days in 2022 and 16 days in 2023). I was told that a loaner vehicle was not available. This resulted in me having to come out of pocket for transportation purposes. I have spent over $1,000 in these transportation costs. I mention these additional costs for the sake of you understanding my total burden. I opted to have this repair performed by Schumacher because I recognized how meticulous the repair is, especially as it relates to cleaning the housing to ensure no debris is left behind. It seems that they did not follow the service manuals instructions for these repairs, hence the continued premature failures of the rear axles components.I have no faith in their ability to fix this. The only way I believe they could actually have a chance of successfully repairing this issue is by completely replacing the rear axle, considering that task does not require meticulous care. I doubt they would opt for that. At this point I would like a refund for all the costs that I have paid them for a service that they have not provided but were paid to perform.Attached is a word document with all the details and timeline.

  Customer response

  01/19/2024

  How long does Schumacher have to respond? If they do not, will this complaint be posted to their BBB profile showing they did not respond?

  

  Business response

  01/24/2024

  ****************,

  We would like to discuss with you the suggested repairs needed to your vehicle, please contact *****************************, Service Director at the Chrysler Dodge Jeep Ram Dealership in Delray Beach.  He can be reached at ********************** or via email to **************************************.

  Customer response

  01/25/2024

   
  Complaint: ********
  

  I called the number provided and it went straight to voicemail. I will follow up with an email and attempt to call again tomorrow morning, Friday 1/25/24. Considering how much time has elapsed (70 days) since they last denied there was a problem with the repair they performed, I had to make alternate plans to resolve the issue with my truck. That repair will take place Saturday, 1/27/24, which I will perform on my own.
  
  Sincerely, 
  
  ***************************

  Customer response

  02/02/2024

  I just want to point out that the service manager failed to return 2 phone calls and failed to respond to 2 emails. The first email was sent on 11/2/23 and the second email was sent on 1/25/24. Schumachers service manager and department lacks integrity. Be weary of allowing them to perform any complicated repairs. 
  

  After replacing the rear axle Ive confirmed that the pinion bearing is in horrible shape.

  

  Business response

  02/21/2024

  Please stop by the service department and discuss the pinion issue with ******************* our Service Director, he has the full history of the vehicle and is aware of the repairs that have been attempted and will be able to assist you any way he can.

  Schumacher Auto

  Customer response

  02/21/2024

   
  Complaint: 21109577
  
  I will pass by with the rear end this Friday, 2/21/24 and we will see where we go from there.
  
  Sincerely,
  
  ***************************

  

  Business response

  03/06/2024

  I spoke to *******************, our Service Director for our Delray Location. 

  He thought this had been resolved. 

  **************** stated that it was communicated to **************** that we offered to replace the Differential and refund him the difference.  

   

   

  Customer response

  03/06/2024

   
  Complaint: 21109577
  
  **************** (the service manager) has not reached out to me in any form, nor have I heard back from ******* ******** issue rep) since she reached out on 3/5/24. Exactly what do they mean by "replacing the differential"? Please send me an email with exactly what their plan is. As I've mentioned in email to *** ******** manager) and by phone to ******* ******** issue rep), the rear axle has already been replaced considering how long (over 70 days and counting since yesterday) they ghosted me on this issue. Replacing any part does not resolve my issue. Only a full refund of all I paid for their failed repairs will resolve my issue.

  Anyone having any major repairs performed by Schumacher Ram should request to speak to the Service Manager. The reality of how impossible it is to get ahold of them should be all the information one should need whether to proceed with 

  
  Sincerely,
  
  ***************************

  

  Business response

  03/06/2024

  This information was sent to our COO and he is reviewing the emails. 

  I am awaiting  his resp;onse. 

  Customer response

  03/06/2024

   
  Complaint: 21109577
  
  Awaiting your response. I hope we can successfully close out this matter.
  
  Sincerely,
  
  ***************************

  

  Business response

  03/06/2024

   we had an appt for him to come in to go over what he was saying the problem was. He did not show and then a couple months later he fixed it himself or at another shop. The repair he paid for was not the repair he did himself.  Therefore we will not pay anything here. 

  Customer response

  03/06/2024

  Schumacher Delray and their management have no integrity. They resort to lies. I wish I could have set up an appointment to address this, but I had no luck getting in contact with the Service Manager. For anyone reading this, be forewarned. I would not even trust them to change my oil. 

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This vehicle was purchased 10/10/2022 and had problems within the first month. Numerous attempts were made with the seller to have the work done. December 2023 the car stopped while driving on the road. It was towed to the Chrysler dealer and my calls were not returned. I had to rent a car and finally got someone to help. After almost 2 weeks I was told it was the battery. I paid over $600.00, they assured me that was the problem. I did not even have the car 24 hours an it shut down again on the highway in traffic. I had it towed to the dealer again and am still in a rental car. I did speak to 1 advisor who said that the vehicle is not worth fixing and they will give me $200.00 to buy it. I just gave them $600.00 for nothing! I could have been killed and am spending a fortune on rental cars. NO ONE HAS RETURNED ANY OF MY CALLS OR EMAILS AGAIN.

  

  Business response

  01/08/2024

  ********,

  Per our conversation on Friday 1 5 ****, we will be willing to refund you RO# ****** in the amount of $633.44.  We will not be participating in the rental car fees incurred.  We will not be completing any repairs to the vehicle.

  Schumacher Auto Group.

• Initial Complaint

  12/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car back to Schumacher Subaru of Delray on November 11th to get a diagnosis on my 2017 Impreza that kept going into limp mode above 40mph. The tech did a diagnostic and told me the fuel pump is the issue, we need to change that and itll be fixed. So great, I tell them go ahead and order the pieces which they said would be 3-5 business days. After 2 weeks I started calling daily asking where the piece is and they finally told me on the day before Thanksgiving that I would be waiting until January 3rd for the fuel pump. So after spending $2k to get up to ************ ( which I told them I had to be there before thanksgiving to work, and I didnt get there so I lost my job) **** the manager called me and said Surprise your car is fixed. So I flew back down and picked up my car, I drove 2 feet and the car stalled out again the same way it was when I brought it in. So I want a refund for the pump because that was not the issue. They then told me at delray that it was the timing chain. So I had enough, and took my car to ************* Subaru where they gave me the actual diagnosis of damaged camshaft sprockets. The service tech there said a certified Subaru mechanic should have been able to tell that that was the issue all along. I want my 869 refund of the pump because that did not fix my issue and delray had my car from November 12th to December 11th without it being fixed. I know the pump wasnt replaced because everything in my car was in the exact position I left it in when I dropped it off at delray and I know you have to take out the backseat to get to the pump.

  

  Business response

  01/08/2024

  *********,

  Thank you for your concern, when your 2017 Impreza came back to us RO# ****** with the lights on your dash, we performed diagnostics and scanned your car for the codes.  The codes that were showing for your issue were P0087, P0300 and P0017.  Through these codes it was found that the fuel pressure was insufficient and causing the vehicle to run lean and misfire.  We replaced the High-Pressure Fuel pump which is located under the hood.  The Low-pressure fuel pump is located under the back seat which we did not touch as the codes were not reflective of any sort of malfunction.  We removed and replaced the high-pressure fuel pump, test drove the vehicle and found it to properly accelerate.  The fuel pressure was found to be within Subaru specifications.

  A Loaner car was provided to the client during the repair.

  The last remaining code P0017, remained in the car which indicated a Cam Shaft Positioning Sensor.  ********* was advised that since ************* Subaru had done work previously, this may fall under a warranty with them and to return to them for follow up so she would not be charged for something under warranty.

  There will be no refund for the High-pressure fuel pump replacement as it is determined that corrected the codes associated with the replacement.

  Thank you, Schumacher Auto Group,

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 26th my Jeep Cherokee with a milage of less that 77 thousand miles begin to leaking liquid it was blue. I was happy to learn that it was not oil or gas. but it was leaking its was the first time its happen. Since it was Sturday evening, I call my car company which is ********** of ******. I spoke to a rep and was told to bring the vehical in. I called a towing druck, to take my Jeep to Schumacher. Monday morning I received a call from a *****, he asked me what was the reason. I says my vehicles was leaking a blue liuid. He asked me it my Jeep was running hot, I say no. I told ni, then, i asked him if he look up my service record, he said he did. I reply, that should speak for itself, my Jeep is well maintain, he agreed. I told ***** to contact ****************** which is Carshield. I am trying to hit all the hight points to make this an underable claim. Its was a back and forward issue with Schumacher and Carshield, which I find out by spaking to a ****** from their that he was a manger and he knew all about my claim. that the correct name that handle my clain is UnitedCarecare. ***** told me he will have my car ready in a couple of daily, but he has to send his man bac k out to Schumacher because Schumacher could not find my car key, and the other time my car was blocked in, and the other time Schummacher guy was cooking and they annoyed his guy. I say why am I suffering. I am not asking for anything free, I just want my car back, in good order, like to came to Schumacher. ***** from Schumacher says they have to put the hose back on the Jeep, but they needed my approval. I says yes please I will pay for that I just need my Jeep to get to work and back, ok **********************. The report when from a hose to a crack enegine,, per the report fro ***** at Schumachert. I asked how that happen, he say it was the orginale part, I say my Jeep is under driven, I was hurt and lost for words. He begain to say your claim with carshield is denial, I say what???. I spoken with *****, and he told me he would have ny Jeep to me because he see this happen to Jeep all a time. I kicked, the ***** told me that carshile say, my Jeep enegine has to be taken down, I asked why so they could find the isse for the leakm, really. I asked who is going to pay for that, ***** reply ********* is requesting it. I then called carshild and again spoke with ******, that when he tild me he sees this issue with **** all a time. He will have my Jeep to me by neek week. Needless to say it was back and forward, I am going on almost 6 week, of no Jeep. *****, called me and told me the carshiel said to him with nothing in written, that ey are not paying, say the engine is damage bad??. My Monday and Tuesday and Wedned of ***** week, was very dark. I am in the middle, I was told by ***** that he when to his manager and they say they will work with me , I have to pay $9.000.00 for my repairs, I say sorry I can't afford that, I just got a new home, ***** said he understand. But, AI got a good deal. I asked him for his email address, so I can communicate by paper trail, I asked for time to make the right decision, said ik. I need your help totally broken!

  

  Business response

  10/31/2023

  Dear *********************************,

  Thank you for your inquiry, we reached out to your extended warranty company, Car Shield and they sent out an inspector to review the repair issues with your car. It was found by the inspector that a hose for the radiator had fallen off and the car continued to be driven causing overheating and damage to the motor.  They denied the claim and the repairs will not be performed under warranty.

  It is recommended that the motor be replaced, and ***** gave you a discounted rate for the repairs from our normal $15,000.00 repair for this motor replacement.

  We would be more than happy to repair your motor, but at this time Car Shield, your warranty company has denied and coverage thus leaving the repairs to be the sole responsibility of the owner of the vehicle.

  Schumacher Auto Group

   

   

   

  Customer response

  11/03/2023

  More InWith reference to  the respone  her is what happen.

  I was contacted by ***** , on Monday  23rd.  again, I explained  that when I pulled into my  drive way I notice my Jeep was leaking a liquid , its was blue.  Because I take excellent care of my vehicles .  I had my Jeep tow to Schumacher of Delray, I am not a stranger to this business now is my Jeep. I  establish a relationship with Schumacher sin 2015, my Jeep is a 2016.  Since I purcahsed my Jeep.  I devolped trust with Schumacher, so they are the only mechanics every works on my Jeep.  I never know that we will every get here.  My jeep repoer when from a broken hose to a crak or broken enegine,  When ***** called my he say **********************, I will have a hose put on your Jeep, he alos say we don't see any wrong, I repeated,  I want to kown why would my Jeep will have a leak.   I told ***** that I have Car Sheild  as my warrty  insurance  ******* he say ok.  I will call them.   Both company disrespected me and when back and forward, with no urgentcy to get my vehicle fix.   *****, at **************** told ***** at Schumacher to dismantle my Jeep. and he would sent some one out and give him a report .  

    *************** The order for my Jeep to be  dismantle came from Keving at United Car Care.   ****** told me that  Jeeps has an engine problem, and that he is sure that what happen to my Jeep.  I relpy are you sure.  My report when from a hose leak to a damage engine.  I will again like to point out, that my veicles is well maintain, Schumacher can answer to that.  No way will I drive my vehicle until it run hot to brake or crack any thing.  ***** at **************** gave the order to ***** at Schumacher of Delray, to put a new hose on my Jeep. ***** of Schumacher called and notify me, my first question was.  How much is the hose cost?  he responsed about $450.00, I said that ok.  At no time did my  any other issues was discuss about my Jeep.  Until ***** fro Schumacher told me that ***** told him to dismantle my Jeep.  At this time, their was no conversation about my Jeep engine being broken/crack or damage.  To address the **************** ******* to me, I purchased Car Shield many years ago, it supposed to be for ******* to me. No you counted what was paid for, its not a free *******. *****, order to ***** at Schumacher cost me not to have my Jeep today and Car ********************* should take full responsible of have my Jeep ****** repair.  How this my Jeep engine got damange, I am lost for words, I am asking for my vehicles back, this is now gong on 7 weeks.  I am asking both Car *****/United Card to do the right thing.  I am a paid customer, and I am not looking for a hand out.  This is not good business practise for both company.  I want my vehicles for my use not to be parked at Schumacher repair shop. Please take responsiblity for you action, not walk away and take advance of me.  As for the amount from ***** per out phone convication ***** told me he spoke wi th his manger and he got an approval of $9,000.00, that what I wrote in my first complaint.  Whiy do I have to keep trying to bring **** companies to do the right thing by a customer, this is bad business.  I belive both company should take responability  for my Jeep. This is costing me sleepless nights, I don't believe this.   Thanks

  Customer response

  11/14/2023

   
  Complaint: 20787494
  
  I am rejecting this response because:

   

  More InWith reference to  the respone  her is what happen.

  I was contacted by ***** , on Monday  23rd.  again, I explained  that when I pulled into my  drive way I notice my Jeep was leaking a liquid , its was blue.  Because I take excellent care of my vehicles .  I had my Jeep tow to Schumacher of Delray, I am not a stranger to this business now is my Jeep. I  establish a relationship with Schumacher sin 2015, my Jeep is a 2016.  Since I purcahsed my Jeep.  I devolped trust with Schumacher, so they are the only mechanics every works on my Jeep.  I never know that we will every get here.  My jeep repoer when from a broken hose to a crak or broken enegine,  When ***** called my he say **********************, I will have a hose put on your Jeep, he alos say we don't see any wrong, I repeated,  I want to kown why would my Jeep will have a leak.   I told ***** that I have Car Sheild  as my warrty  insurance  ******* he say ok.  I will call them.   Both company disrespected me and when back and forward, with no urgentcy to get my vehicle fix.   *****, at **************** told ***** at Schumacher to dismantle my Jeep. and he would sent some one out and give him a report .  

    *************** The order for my Jeep to be  dismantle came from Keving at United Car Care.   ****** told me that  Jeeps has an engine problem, and that he is sure that what happen to my Jeep.  I relpy are you sure.  My report when from a hose leak to a damage engine.  I will again like to point out, that my veicles is well maintain, Schumacher can answer to that.  No way will I drive my vehicle until it run hot to brake or crack any thing.  ***** at **************** gave the order to ***** at Schumacher of Delray, to put a new hose on my Jeep. ***** of Schumacher called and notify me, my first question was.  How much is the hose cost?  he responsed about $450.00, I said that ok.  At no time did my  any other issues was discuss about my Jeep.  Until ***** fro Schumacher told me that ***** told him to dismantle my Jeep.  At this time, their was no conversation about my Jeep engine being broken/crack or damage.  To address the **************** ******* to me, I purchased Car Shield many years ago, it supposed to be for ******* to me. No you counted what was paid for, its not a free *******. *****, order to ***** at Schumacher cost me not to have my Jeep today and Car ********************* should take full responsible of have my Jeep ****** repair.  How this my Jeep engine got damange, I am lost for words, I am asking for my vehicles back, this is now gong on 7 weeks.  I am asking both Car *****/United Card to do the right thing.  I am a paid customer, and I am not looking for a hand out.  This is not good business practise for both company.  I want my vehicles for my use not to be parked at Schumacher repair shop. Please take responsiblity for you action, not walk away and take advance of me.  As for the amount from ***** per out phone convication ***** told me he spoke wi th his manger and he got an approval of $9,000.00, that what I wrote in my first complaint.  Whiy do I have to keep trying to bring **** companies to do the right thing by a customer, this is bad business.  I belive both company should take responability  for my Jeep. This is costing me sleepless nights, I don't believe this.   Thanks

  
  
  Sincerely,
  
  *********************************

  

  Business response

  11/15/2023

  Please reach out to your extended warranty company Car Shield.  Yes, we did discount the repairs from the original price of $15,000 to $9,000 as ***** explained to you in full.

  Schumacher Auto Group

• Initial Complaint

  09/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/7/23 I went to Schumacher Subaru Delray ************* because the transmission oil light on my 2016 Subaru Forester had came on. I told the service advisor, ***************************** that I had just gone to Autozone and received a code indicating it was the transmission fluid pressure solenoid. After checking my car out, ****************** told me I needed a new transmission. I was given a written quote of $11,819.74. I left the dealership and a few days later, went to an independent garage. The independent garage mechanic was able to repair the transmission by replacing the valve body assembly which contains the fluid pressure solenoid. The total came to $1,413.28. Being a single woman, I feel the Schumacher Subaru Delray service department was taking advantage of that and was trying to make an incredible amount of money (and possibly commissions) on a transmission replacement that was not necessary. Do not go to Schumacher Subaru Delray service for repairs on your Subaru. They are dishonest.

  

  Business response

  09/18/2023

  After review of the original Repair order there is no refund due the customer as the diagnostics were done at no charge, see attached copy of No Charge invoice.

  Schumacher Auto Group.

  Customer response

  09/18/2023

   
  Complaint: 20613850
  
  I am rejecting this response because:

  The Schumacher Subaru Delray ************* service advisor, *****************************, recommended a transmission replacement  for $11,819.74. ****************** gave me a written quote, which Schumacher Subaru conveniently did not submit here to the BBB. What Schumacher Subaru has furnished here to the BBB is the invoice for what they charged for the diagnosis. What I supplied to the BBB  was the written quote Schumacher Subaru gave me, which was to replace the entire transmission on the vehicle.

  The issue is that the vehicle actually only needed to have the transmission repaired by replacing the transmission valve body assembly, which only cost me $1,413.28 at an independent shop. In fact, when I was at the Schumacher Subaru service department, I asked ****************** why they couldn't repair the transmission and he told me it was because the solenoid was inside the tranmission and they couldn't work on it and therefore the entire transmission had to be replaced. 

  In summary, the service department advising I needed an entire transmission replacement when I only needed a transmission repair, and that this job would result in me paying over $10,000 more than I actually had to, is totally dishonest. They could have repaired the car just as the independent mechanic has done.
  

  I've re-submitted to the BBB here the Schumacher Delray written quote of $11,819.74 as well as my receipt for $1,413.28 from the independent mechanic who repaired the car. 
  
  
  Sincerely,
  
  *****************************

  

  Business response

  09/19/2023

  Thank you, no work, performed on your vehicle, no refund due.

  Schumacher Auto

  Customer response

  09/19/2023

   
  Complaint: 20613850
  
  I am rejecting this response because:
  The complaint is not for a refund. What Schumacher Subaru is conveniently avoiding and not addressing is the fact that my car was diagnosed by their service department as being in need of a transmission replacement for over $11k when it actually only needed a repair. The issue is that their service advisor ***************************** told me it could not be repaired. After that I had the car repaired elsewhere by an honest mechanic for ****. Im reporting them for their dishonesty - trying to rip me off for $10,000. How about they address that instead of avoiding the issue.

  I await a response. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my 2021 Dodge Challenger in October of 2021. They had to replace my entire engine and since Ive had one problem after the other. They fail to see my car for repairs which has cost me now two weeks of no car so I have to pay out of pocket for a rental or use pto because I cant attend work. They today July 27, ***************** they want $6,000 for a repair that the car is supposed to be covered under warranty but they wont. This whole issue stems from then replacing original pieces of my engine. Im at a place where ** considering taking them to court. They dont reply for days at a time and that means I have to pay for a rental longer and longer and it is affecting me financially significantly. They have horrible customer service, dont care for their customers, and try to extort money out of us so we can simply drive back and forth to work to pay them for their vehicle. Something needs to be done to then and their shady practices.

  

  Business response

  08/01/2023

  *******,

  Thank you for your inquiry, we are sorry to hear that you are having issues with communication.  We work every day to improve on our communication and will continue to do so to better serve you.

  Your car was purchased in June of 2021, we saw it for a miscellaneous engine repair, 1 20 22, after an oil change and subsequent oil leaking out from another repair facility, we received it to perform the repairs. The current issue with your car is not related to the engine repair, the current problem is an electrical issue stemming from a wiring harness in your trunk that has shorted out due to water intrusion.  We have recommended replacement of the current wiring harness that was found to be corroded.  The trunk seal will also have to be repaired and the trunk dried out of all the water in it prior to the repairs.

  We are sorry to hear that you're not having a pleasant experience, we deeply care about our customers. Unfortunately, not always can we repair your vehicle in a short time frame, depending on the repairs needed this may take a little longer.  Please be assured that your vehicle is in the hands of qualified Chrysler Dodge Jeep Ram technicians, and it will be repaired to factory standards each and every time, again we apologize for the wait, but your safety and quality repairs mean the most to us.

  Customer Experience

• Initial Complaint

  05/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My original vehicle was deemed a total loss due to the historic ************** flooding event which left me without a car.Via email, on 4/24/2023 I signed an agreement to purchase a new car for the price of $52,325 (which is the ***** plus title fees, etc., and dealer fee). When I received the final purchase agreement about a week after purchase (original purchase date of 4/28/2023) I noticed they had actually charged me $54,575 then deducted a manufacturer rebate of $2,250, which in essence is keeping the rebate for themselves.The dealership was to deliver my car on 4/26, but it wasn't ready yet, then were to deliver it 4/28, but the salesman (****) told me the paperwork wasn't ready and he was with a client. I had never been to the dealership, we did our communications via phone or text. Concerned they wouldn't deliver the vehicle that Saturday, I went and picked it up myself, **** handed me paperwork to sign, which yes, in my haste I signed where he told me, with him explaining it was the tag and the title transfer and ****** law.After i received a copy of the final agreement and noticed the discrepancy, I sent an email to the finance (manager? ****) with the documentation requesting the rebate be returned to me. He in turn had the salesman contact me to tell me they would never sell the car under the ***** I explained that they wouldn't be and the rebate is for the consumer NOT the dealership.My understanding with MANUFACTURER rebates, by law, are to be paid to the consumer not the dealership. The dealership gets the money from the manufacturer to give to the consumer so the dealership doesn't lose any money when a rebate is offered. Therefore his argument about selling under MSRP doesn't make sense.I find the whole situation not only unethical but also illegal. Never would I have believed that a new car dealership would pull such a stunt and I'm requesting a return of the rebate to me in the amount of $2,250.

  

  Business response

  05/24/2023

  *****,

  After careful review of your vehicle purchase the unit was sold at MSRP with all rebates and discounts. The asking price was $2,995 over MSRP.

  Thank you. 

  Schumacher Auto Group.

  Customer response

  05/24/2023

   
  Complaint: 20086902
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************

  

  Business response

  06/08/2023

  *****,

  The agreed upon price, was signed by you the purchaser on the documents that you attached.  The asking price was $2995 over MSRP when the rebates and discounts were removed you paid MSRP.  No refund necessary.

  Schumacher Auto Group

  Customer response

  06/09/2023

  At no time was there any discussion or disclosure to me personally regarding the **** would include the dealership retaining any rebate.  And, at no time was I even told there was a manufacturers rebate on the car I purchased.  I have attached a text from the salesman and at no time did he mention that the price included a rebate.  I also reaffirmed the cost via text response.

  Also attached is the original price agreement, along with the final price agreement which, when I was finally provided a copy, I saw the was a rebate of $2,250 and it had been added to the agreed upon price of $52,345 and that they had retained the rebate.

  Again, they are not at liberty to keep a manufacturer rebate to pad their bottom line. 

  

  Business response

  06/20/2023

  *****,
  The agreed upon price, was signed by you the purchaser on the Buyers Order Agreement you have attached, thus agreeing to the purchase price at time of signing this legal document.  The text is indicating the asking price was $2995 over MSRP when the rebates and discounts were removed you paid MSRP.  No refund necessary.
  Schumacher **********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩